Job Specification
Job Information
Complaints Investigator
About Us:
At Wealthtime, we take pride in our role as a multi-award-winning financial technology company, known for our outstanding 5-star service platform. Our journey is guided by our shared values and behaviours: 'Seek Opportunity', 'Nurture Each Other' and 'Simply Get Going.'
With new ownership since 2021 and significant investments of over £17 million, Wealthtime is on an exciting path of growth. Our team, consisting of approximately 300 dedicated individuals, is at the heart of our journey, and we welcome you to join us as we continue to make our mark in the industry.
About the Role
The successful candidate will be responsible for helping the Complaints & Technical Manager maintain a sound and robust complaints framework appropriate to Wealthtime, and for helping the business identify changes that will improve customer outcomes.
You will be responsible for the logging, acknowledgment, investigation, and final resolution of complaints to meet our financial services regulatory timescales, including responding to the Financial Ombudsman Service and liaising with Professional Indemnity Insurers. The Complaints Investigator will also be called upon to investigate and analyse the root causes of complaints.
Key Responsibilities:
- Complaint acknowledgment, investigation, resolution and organising.
- Corresponding with the FOS in respect of complaints.
- Maintaining sufficient complaint records.
- Providing a timely and clear response to business queries.
- Administration of logging and reporting systems used by the Customer Experience and Customer Operations teams.
- Assisting with regulatory complaint returns.
- Supporting the training and awareness of complaints.
- Strong Consumer Duty knowledge and an ability to apply this to different scenarios.
- Continually focus on delivery of excellent customer service to ensure that the Company is highly valued by our clients.
- Analysing the root causes of complaints and making recommendations for related improvements.
- Work towards own and team goals, remain flexible in outlook and continually develop self to achieve and stretch objectives.
- Assisting in a variety of projects to improve service delivery and ensure regulatory compliance.
- Assisting in initiatives to improve and maintain quality.
About You
Specialist Skills, Qualifications and Experience:
- Experience of working for an Investment Platform or Pension provider, Investment products and funds transacted by Financial Advisers.
- Experience of resolving complex issues.
- Knowledge of relevant Financial Conduct Authority (FCA) rules.
- Good attention to detail.
- Excellent writing skills, especially the ability to communicate potentially complex financial matters in a way that customers can understand, including non-advised and vulnerable customers.
- Clear understanding of what is fair for customers.
- Ability to empathise with customers and to view our products and services from the customer’s perspective.
- Excellent interpersonal and communication skills.
- Ownership and accountability.
- Good influencing and collaboration skills.
- Excellent drive, with ability to work unsupervised and under own initiative.
- Ability to work well under pressure and to tight deadlines.
- Working knowledge of Microsoft Office products.
- Curiosity to understand a process or issue and be able to challenge others.
- A proactive and innovative approach to problem solving, applying logic to decision-making.
- Be a strong negotiator.
Core Competencies
- Business Focus The motivation and ability to apply good financial practice and company procedures at all times.
- Operational Excellence Continually delivering and improving excellence for clients and customers.
- Client and Customer Focus Add value to client/customer, adhere to Treating Customers Fairly principles, and operate as a true business partner.
- Communication Communicate clearly and concisely, tailoring content and style, with ability to make a positive impression on others.
- Expert Knowledge Consistent application of professional or specialist knowledge and skills; takes opportunities to contribute to policy and best practice.
- Working with Others Working successfully with others and building a network of good relationships to achieve shared goals.
- Performance Focus Demonstrate energy and enthusiasm, takes ownership, delivers results and improves personal performance.
Rewards & Benefits:
Competitive Compensation: We offer a competitive salary that reflects your skills and contributions.
Hybrid Working: Enjoy the flexibility of a hybrid work model, balancing the comforts of home with the camaraderie of the office.
Yearly Discretionary Bonus: Look forward to a yearly discretionary bonus as a token of appreciation for your dedication.
Generous Holiday Package: You'll receive 34 days of holiday per calendar year, including bank holidays. Plus, we offer the option to purchase or sell up to 5 additional days per year, tailoring your time off to suit your needs.
Wellbeing at Heart: We understand the importance of your well-being, which is why we offer a Wellbeing day, allowing you to take a break when you need it most, whether it's for your birthday, moving house, or simply pampering yourself.
Professional Growth: We're committed to your professional development and will support and encourage your career advancement.
Comprehensive Health: You and your family's health is a priority for us. We provide a Private Medical scheme that can be extended to full family coverage, an Income protection scheme, and a Life assurance scheme.
Financial Security: Prepare for your future with our Group contributory pension scheme.
Travel with Ease: We offer interest-free season ticket loans to help with travel costs.
Giving Back: You can participate in our Wealthtime Foundation Day to support charitable activities.
Opportunities for Growth: We actively promote internal progression, so your journey with us can take you from agent to team leader and beyond.
Recognition Matters: Our excellent in the moment recognition scheme ensures your hard work is acknowledged and celebrated.
Wealthtime is an equal opportunities employer that places high value on a diverse and inclusive workplace. We recognise that people work in different ways, appreciate alternative viewpoints, celebrate individuality, and cultivate a culture where everyone can be their authentic selves at work. We are deeply committed to fostering a diverse workforce and welcome applications from individuals of all backgrounds, beliefs, cultures, gender identities, ethnicities, sexual orientations, abilities, and long-term health conditions.